Intervention Strategy for Enhanced User Satisfaction Based on User Requirement Related BPAs for Government Residential Buildings

The purpose of the paper is to identify and group intervention strategy specific building performance attributes (BPAs) that are “In-Sync” with established user requirements. Methodology involves an in depth literature analysis to study performance measurement, user satisfaction, standardize user requirements, and identify building performance attributes (BPAs). A linkage is then established between user satisfaction and BPAs and they are listed “In-Sync” with user requirements. Role of facility manager (FM) and challenges faced by the FM are identified. An intervention strategy in the form of grouping the “In-Sync” BPAs is carried out to enable the FM to use the intervention strategy as a maintenance management tool to optimize his efforts. It is feasible to link user requirements/satisfaction to building performance attributes in order to formulate an effective intervention strategy with an overall aim to enhance user satisfaction. The findings provide an effective intervention strategy tool to the FM to effectively account for his resources in terms of time, effort, and money with user satisfaction being the scale. The approach proposed in the paper is limited only to residential accommodation. Applicability of this research confine to accommodation used by troops of Indian Armed Forces and families during non-working hours. This research is part of a comprehensive study of user satisfaction in government residential buildings. The originality of the paper lies in identifying a tool for the FM in the form of an intervention strategy to effectively prioritize and enhance user satisfaction. This tool will enable the FM to ensure accountability of maintenance management system as well the procedures followed and establish accountability of the colossal government funds in maintenance of government assets.